Time Tracking app: metrics you need to be measuring

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  • Lennart Schmidt

    We can not choose the dataset "Support: Ticket Updates". The "Zendesk support" does not have this option too. We can only choose between "Support: Ticket Events" and "Support: Tickets, Users, Organizations". How can we get the right dataset?

  • Eugene Orman

    Hi Lennart, 

    Support: Ticket Events is the legacy name of the Support: Ticket Updates dataset. Its content is exactly the same. So, in your case, you can create the metrics listed above in the Ticket Events. 

    In future "Ticket Events" will be renamed into  "Ticket Updates".

  • Lennart Schmidt

    Hi Eugene,

    then we chose the right dataset. If we configure it as you say in your instruction, we got this exception:

  • Eugene Orman

    It means that there is an issue with the syntax of the metric. Probably you used different metric names but forgot to update the related metric formula according to the names you had set. I will create a ticket for you to check this. 

  • Lennart Schmidt

    We have an german client and need to take take the german expressions... Now it works. Thanks for your help.

  • Phil Shackleton

    Hello, can you tell me how we could round the time tracking values to the nearest 15 minutes?

  • Gretchen Ladd

    Hey Phil!

    For this scenario you would actually need to create a calculated attribute using one of your Time Tracking - min metrics. It would look something like this:

    IF (VALUE(Time Tracking Metric- min) <= 15)
    THEN “0-15 min”
    ELIF (VALUE(Time Tracking Metric- min)>15 AND VALUE(Time Tracking Metric- min) <= 30)
    THEN “15- 30 min”
    ELIF (VALUE(Time Tracking Metric- min)>30 AND VALUE(Time Tracking Metric- min) <= 45)
    THEN “30-45 min”
    ELIF (VALUE(Time Tracking Metric- min) > 45)
    THEN “>45 min”
    ELSE “No update”

    Where (Time Tracking Metric- min) is a placeholder for whichever metric in minute dimensions you want to use. I'm not sure if this is exactly what you're looking for but this is about as close as we can get.

    More on calculated attributes here:

    Hope this helps!

  • Boyan Parshorov

    Dear Eugene Orman ,

    Can you please advise if there is a way for me to create a Time tracking by Group report?

    For Example: When a ticket is received in "group A" they make some changes for 3h and assign it to "group B" for 2h, then they assign it to "group C" for 1h and they close it.

    So the report should look like:

    Ticket id           Group A             Group B                  Group C         Total resolution Time

    123345                3h                         2h                         1h                         6h

    132665                1h                         2h                         3h                         6h

    Please help me to achieve this.

    Thank in advance.

  • Tim McMacken

    Hey Eugene and the ZD Team,


    I am struggling to get the time tracking to work at all. I have had the time tracking app active since the beginning of February, but I am not getting any tracked tickets with these queries.


    How can I get this working? I need it for reporting asap. Thanks!

  • James Sanford

    Hey Boyan!

    You can achieve this Time Tracking by Group report with the following:

    Metrics: Sum(Update Handling Time - min)

    Columns: Update Ticket Group

    Rows: Ticket ID

    A Simple Total result manipulation for the Sum of columns will allow you to include your Total resolution time (based on the time tracking data).

    (please note that the Update Ticket Group filter in my example is only included for clarity and may not be necessary for your purposes)

  • Whitney Puidokas

    Does handle time start when the ticket changes from New to Open or when the first agent comment occurs?

  • Mark Adkins

    These metrics are displaying aggregated time.   How do we go about calculating a metric we can use per agent to show during a specific time period how much time they spent on a ticket?  What I mean is, the update handling time may show you the last update this week, but then the total time is showing not the total time this week, but the total time - from all time.  How do you fix this?   I'm trying to create an agent productivity report showing how much time each agent spent on specific tickets during a week

  • Eugene Orman

    @Whitney,  the handling time is recorded at each agent comment submission. The timer starts counting once the agent accesses the ticket and ends when the update is submitted. So, it is independent of the ticket status field.  

    @Mark, you can simply slice the SUM(Update handling time) metric by the Updater Name and filter it by the specific time range. So, the report will be very similar to the Example 3 from this article, but you will use the SUM aggregator instead of AVG. 

  • Gab Guinto

    Hi Whitney, hi Mark,

    Eugene's right! @Whitney, the handling time is measured between the time the agent opens a ticket, and clicks on submit. 

    @Mark, just follow Eugene's instructions and you'll get the data that you need on agent handling time :-)

    Thank you, Eugene!



  • Paul Bendzko

    Hi guys,


    when i copy and paste the above i get an error message and i am therefore not able to get the AHT displayed.

    Any tipps?




  • Eugene Orman

    @Paul, If your user profile language is not in English replace the attribute names in the formula with attributes in your language. As well, check if the attributes you need exist in the dataset you are using.

  • Johann Lazarus

    With regards to Example 1 - we can have sometimes up to 3 people working on different activities in a single ticket for a customer.

    What do I need to do in order to show for a particular ticket which of my team members worked on a the ticket and the time they each expended?

  • Segio Daniel Hernández

    Hi guys!

    Thank you for the recipes! Im wondering if there's a way to know how many time a ticket spent in a status?

    i.e. How many time our tickets spent in hold or pending?

    And in which tickets a trigger made changes?

    Thank you in advance :)

  • Harvey

    Hey Team, 

    Thanks for creating so many great recipes for us to use! I did want to ask if you could direct/help create a recipe I am looking for. I am interested in Public Comments per Ticket for a specific channel. I would be interested in seeing the average across the channel. Would love to hear if this is possible. 


  • Carla


    Is it possible to calculate the ticket handling time from a report like this, per quartiles?


  • James Sanford


    It looks like you're trying to use Example 1 for a use case that it is not intended for.  Example 3 is more in line with what you are looking to report on to expose the update handling time spent per Agent.


    The Ticket Updates dataset includes metrics for Duration - Field changes you can use for this purpose.

    If you wish to see which Tickets a Trigger fired on you would need to update the Trigger to add a specific data point (such as a Tag) and then report on which Tickets contained that Tag.  Trigger usage cannot be reported on in Explore without these changes.


    You can report on Public Comments per Ticket by Channel with this configuration using the Ticket Updates Dataset.  

    You would then need to add a Result Manipulation for Totals with the Average aggregator to achieve your desired results.

  • Carla


    Is Tymeshift integrated with Zendesk Explore?

    Does anyone know if it is possible to get agents' working time in Zendesk Explore? I mean All of the time logged for the agent, by excluding Lunch from occupancy?



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